Topics: Secret Shopper

A Costly Mistake: Is Your Staff Giving Medical Advice on the Phone?

June 5, 2019Last Updated on by Lori Waltz
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Medical practices, groups and provider organizations often invite me to be a “mystery shopper.” That’s where the principals of the business ask Healthcare Success to call the practice posing as a prospective patient. The technique is most effective when a healthcare marketing agency provides an independent—and unbiased—third-party assessment of the quality of service. Recently, we discovered a […]

The Science of Case Acceptance: Shaping the New Patient Experience

August 3, 2013Last Updated on by Stewart Gandolf

In our work with medical practices throughout the United States we’ve observed an interesting phenomenon that healthcare providers and administrators might marvel at seeing for themselves. How would your office staff greet each new patient if they thought the individual might be a “secret shopper?” Would the prospect of staff accountability change the way they […]

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